RE: [otrs] Set default of "Answered?" to Yes?

Rudi, do you think this is something that would have to be set using Perl code (altering the function, perhaps?) Or might one be able to change the order in which the options are displayed using HTML changes? I wonder if it's simply displaying them in alphabetical order right now? - Pete McDonnell Manager, Technical Services Hip Interactive
-----Original Message----- From: Rudi Kramer [mailto:rkramer@bus-sol.co.za] Sent: Wednesday, October 27, 2004 11:14 AM To: otrs@otrs.org Subject: Re: [otrs] Set default of "Answered?" to Yes?
I would also like to know it's quite irritating having to do this every time for every email when only 1 out of 100 emails will have "no" response.
Rudi
----- Original Message ----- From: "Pete McDonnell"
To: "User questions and discussions about OTRS." Sent: Wednesday, October 27, 2004 4:10 PM Subject: [otrs] Set default of "Answered?" to Yes? Is anyone able to provide and information or hints on how we might be able to change this?
- Pete McDonnell Manager, Technical Services Hip Interactive
-----Original Message----- From: Pete McDonnell Sent: Monday, October 25, 2004 5:31 PM To: 'User questions and discussions about OTRS.' Subject: RE: [otrs] Time Units: Default Value ?
Would something similar work for changing the default of "answered?" to "Yes"?
Thanks in advance.
-Pete McDonnell
-----Original Message----- From: Daniel Balan [mailto:dbalan@bitdefender.com] Sent: Monday, October 25, 2004 10:22 AM To: 'User questions and discussions about OTRS.' Subject: RE: [otrs] Time Units: Default Value ?
You just have to modify the following files: /Kernel/Output/HTML/Standard/AgentClose.dtl /Kernel/Output/HTML/Standard/AgentCompose.dtl /Kernel/Output/HTML/Standard/AgentEmailNew.dtl /Kernel/Output/HTML/Standard/AgentForward.dtl /Kernel/Output/HTML/Standard/AgentNote.dtl /Kernel/Output/HTML/Standard/AgentPhone.dtl /Kernel/Output/HTML/Standard/AgentPhoneNew.dtl /Kernel/Output/HTML/Standard/AgentPending.dtl
(for Standard theme) as follows: 1. set the value="1" at line: <td><input type="text" name="TimeUnits" value="1" size="3"></td>
2. If you need the working time to increase as your operator is working on the ticket please add this function: <script language="JavaScript" type="text/javascript"> </script>
Hth,
Daniel
-----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Franz Ferdinand Esberger Sent: Monday, October 25, 2004 5:05 PM To: User questions and discussions about OTRS. Subject: [otrs] Time Units: Default Value ?
Hi everybody,
Is there a way to set the default value for "Time Units" to another value than just "0" ?
any comments appreciated greets
Franz
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On Wed, 27 Oct 2004 14:40:28 -0400, Pete McDonnell
Rudi, do you think this is something that would have to be set using Perl code (altering the function, perhaps?) Or might one be able to change the order in which the options are displayed using HTML changes?
I wonder if it's simply displaying them in alphabetical order right now?
No it is not. If you look at Contact Customer (phone), it is set to "yes". If you look at Compose Answer (email) it is set to "no". I am digging through the source code to figure out how this is generated. Please be patient as I hope to have something figured out by the end of today. Tyler Hepworth

On Wed, 27 Oct 2004 14:58:35 -0600, Tyler Hepworth
On Wed, 27 Oct 2004 14:40:28 -0400, Pete McDonnell
wrote: Rudi, do you think this is something that would have to be set using Perl code (altering the function, perhaps?) Or might one be able to change the order in which the options are displayed using HTML changes?
I wonder if it's simply displaying them in alphabetical order right now?
No it is not. If you look at Contact Customer (phone), it is set to "yes". If you look at Compose Answer (email) it is set to "no". I am digging through the source code to figure out how this is generated. Please be patient as I hope to have something figured out by the end of today.
Ok, I have some insight on this with a NOT RECOMMENDED fix. The code for Compose Answer is contained in AgentCompose.pm The code for Contact Customer is in AgentPhone.pm. Here is the gist of it if $Param{Answered} is defined then set the select option value to display the defined value. Otherwise, set the selected value to "Yes" and display that. When dumping the result of $Param{Answered}, AgentCompose.pm returns the value "0", which is a defined value and corresponds to the state "No". If you change the value to "Yes" and submit it, then the next time you work on the ticket $Param{Answered} returns a value of 1 and displays "Yes" in the ticket screen. So this works as it should. It is built that way by design. Where does $Param{Answered} come from you might ask? It is stored in the database in the table "ticket". The column is "ticket_answered". So, ultimately, what is displayed in the ticket screen (yes or no) depends on what is stored in the database. All new tickets are created with a default value of "0". Why does Contact Customer show "yes" then? Dumping the result of $Param{Answered} returns undef - it is not defined. I have set a ticket to "No", submitted, and reopened, but it always displays "Yes" even if the value in the database is "No". This is a bug that needs to be fixed. So, how can I make Contact Customer (email) display yes (other than setting it to yes and saving it). You have to break the system. You either have to reprogram the ticket module to make the default value of new tickets "1" which would be a lie. Or you can modify $Param{Answered} in AgentCompose.pm to set it to undef. Which would make the ticket also show "Yes" regardless of whether that is really true.

One question. Why does it matter what "Is Ticket Answered" is set to? I have not found anywhere in the system that reports on that statistic. I can't search for tickets with that state, and it doesn't affect whether I can close a ticket or not. That all works independently of that value. So, what is the big deal? Just curious. Tyler Hepworth

It is true that this Yes or No doesn't affect the system search or stats, but what is its purpose? I do not think that OTRS team implemented something without a reason. Unfortunately the documentation doesn't include any references to this issue. Cheers, Daniel
-----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Tyler Hepworth Sent: Thursday, October 28, 2004 2:16 AM To: User questions and discussions about OTRS. Subject: Re: [otrs] Set default of "Answered?" to Yes?
One question. Why does it matter what "Is Ticket Answered" is set to? I have not found anywhere in the system that reports on that statistic. I can't search for tickets with that state, and it doesn't affect whether I can close a ticket or not. That all works independently of that value. So, what is the big deal? Just curious.
Tyler Hepworth _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting f|r Ihr OTRS System? => http://www.otrs.de/
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Daniel Balan wrote:
It is true that this Yes or No doesn't affect the system search or stats, but what is its purpose? In dependence of the related queue setting unanswered tickets are unlocked (taken away from agent) and go back to the queue where another agent could deal with them. I do not think that OTRS team implemented something without a reason. Unfortunately the documentation doesn't include any references to this issue.
Cheers, Daniel Hth
Gerold
-----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of
Tyler
Hepworth Sent: Thursday, October 28, 2004 2:16 AM To: User questions and discussions about OTRS. Subject: Re: [otrs] Set default of "Answered?" to Yes?
One question. Why does it matter what "Is Ticket Answered" is set to? I have not found anywhere in the system that reports on that statistic. I can't search for tickets with that state, and it doesn't affect whether I can close a ticket or not. That all works independently of that value. So, what is the big deal? Just curious.
Tyler Hepworth
participants (4)
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Daniel Balan
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Gerold Gruber
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Pete McDonnell
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Tyler Hepworth